Front Office Night Operations Manager

4 weeks ago


Orlando, Florida, United States Hilton Grand Vacations Full time
Job Title: Front Office Night Operations Manager

We are seeking a highly skilled and experienced Front Office Night Operations Manager to join our team at Hilton Grand Vacations. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our hotel during the night shift, providing exceptional guest service, and driving business success.

Key Responsibilities:
  • Oversee the overall operation of the hotel during the night shift, ensuring guest satisfaction and safety.
  • Make critical decisions that impact guest satisfaction, hotel safety, and team member well-being.
  • Provide outstanding interpersonal communication, serving as a liaison between departments to ensure effective communication, teamwork, and encouragement.
  • Rotate through public areas to assess quality assurance measures, ensuring cleanliness, staff attentiveness, lighting, and safety.
  • Focus on delivering exceptional service and quality to owners/guests, addressing feedback, complaints, or disputes, and providing immediate solutions whenever possible.
  • Build strong relationships with 3rd shift team members, motivating, recognizing, and rewarding those who demonstrate exemplary service.
  • Handle guest issues and emergencies during the night shift.
  • Relieve front desk and night audit staff as needed, demonstrating flexibility and adaptability.
  • Coordinate and conduct training sessions for resort staff to ensure HGV quality standards and policies are met.
  • Inspect VIP rooms before arrival, greet, and escort VIPs to their rooms.
  • Provide outstanding hospitality to all guests, ensuring their needs are met and proper standards of conduct and efficiency are followed.
  • Perform daily inspections of public areas and coordinate prompt responses to any substandard areas.
  • Assign vacant rooms to housekeepers for cleaning and coordinate additional needs with the Guest Service Manager.
Requirements:
  • Associate's Degree/College Diploma or relevant experience.
  • 3-5 years of related experience.
  • 2+ years of supervisory experience.

We offer an excellent benefit package to our full-time Team Members, including medical, dental, and vision insurance, 401K plan, Paid Time Off (PTO) program, and extraordinary travel benefits.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



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